Patient Record: Communications Tab

Every message, in one place

The Communications tab is the message history for this patient — every SMS and email sent to or from them, in one place. That includes automated appointment confirmations and reminders, broadcast campaigns they were part of, and one-off manual messages staff sent directly. It doesn't matter which system inside ClinyPal originated the message; if it went to (or came from) this patient, it's logged here.

This consolidated view earns its keep whenever a patient's experience is in question — a patient who insists they were never reminded, a no-show you want to double-check was actually notified, or a complaint about "too many texts" that's worth verifying against what was actually sent rather than what's remembered.

The Communications tab of a patient record listing a chronological history of SMS and email messages, each tagged with its type such as confirmation, reminder, broadcast, or manual message.

What counts as a communication here

• Automated appointment confirmations sent when a visit is booked.
• Automated appointment reminders sent ahead of an upcoming visit.
• Automated cancellation notices sent when an appointment is cancelled.
• Automated follow-up messages sent after a completed appointment.
• Broadcast messages the patient received as part of an SMS or email campaign.
• Manual, one-off messages sent directly to this patient by staff.

Seeing all of this together is useful for confirming what a patient was actually told and when — for example, checking whether a reminder went out before a no-show, or whether a patient was included in a recent broadcast they're now asking about.

This tab shows the history, not the templates

It's worth being clear about what this tab is and isn't. The wording of automated appointment messages — confirmations, cancellations, reminders, and follow-ups — is configured once, clinic-wide, in Settings, and then applied to every patient it goes out to. This tab only shows the resulting message history for this one patient; it's not where you'd go to change what those messages say. Broadcasts work similarly: they're composed and sent separately to groups of patients, and this tab simply reflects that this particular patient was one of the recipients.

Frequently asked questions